Messenger, email and chat questions answered in Gorgias, in the language the customer wrote in

Question Beauty sells colour cosmetics online: mascara, multichrome eyeliners, pressed pigment highlighters, setting sprays and eyeshadow sets, all vegan and cruelty free. Orders ship from its Shopify store, with free shipping on US orders over $49, and the customer care team covers its customers 24/7.

Visit Question Beauty at questionbeauty.com →

Most of the volume is not email. It is short messages from social media and chat: how much is this, do you ship to my country, where is my order, is this in stock. They come in at all hours and in many languages, and a customer asking "price?" under a product video wants a link, not a form to fill in.

The team wanted those answered on the spot, with an order question checked against the real order rather than guessed, and wanted anything touching money or a complaint to reach a person with the context already gathered.

Question Beauty connected Gorgias and Shopify to eesel in March 2026, after a demo, and started with the social channels. The agent reads about 270 product pages from Shopify, 230 pages from questionbeauty.com and 120 past tickets and macros from Gorgias.

• It wakes on a new customer message in Gorgias, on Messenger, email and chat tickets. The team can also @mention it on any ticket.
• Every ticket is tagged by topic before anything else.
• It answers only from what it can find. A price or a product detail comes from the current product page or it shares the product link instead. It does not add claims about products the customer did not ask about.
• Short messages are read as buying intent. "pp", "price", "link" get a direct answer and a product link, without a clarifying question.
• Order, shipping and delivery questions are checked in Shopify first: the customer, the recent order, its fulfilment status and tracking. If the order is simply still being processed, or tracking already answers the question, eesel says so and closes the ticket.
• Refunds, returns, complaints, chargebacks, wholesale and creator or PR requests are handed to a person. eesel replies briefly, assigns the ticket and leaves an internal note with what the customer asked, what it found in Shopify and why a person is needed.
• It replies in the language the customer wrote in.

Between 8 August and 8 September 2026 eesel handled about 990 Gorgias tickets for Question Beauty. It tagged nearly all of them, sent about 960 replies to customers, looked up about 290 Shopify orders and about 60 products, and left about 370 internal notes. About 280 tickets were closed by eesel and about 250 were assigned to a person.